Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/VeevaAI/TextMonitoringAgent/EndUser/TMCallText.htm ## Capturing Call Text with Agentic Text Monitoring Agentic Text Monitoring uses AI to intelligently monitor information entered in the Call Text field. This enables end users to capture detailed, unstructured descriptions of their interactions with HCPs directly in Vault CRM, while ensuring they remain compliant with regulations and company policy. If a potential compliance or safety issue is detected, users are alerted in real time and are provided specific information to help resolve the issue. This proactively reduces compliance issues, enabling users to confidently add more detailed, valuable notes about HCP interactions. Organizations can then leverage these detailed notes to develop deeper business insights. **Who can use this feature?** * End Users — Browser, iPad, iPhone * [Using Call Text](#Using) * A Veeva AI license is required ### Configuring Call Text for [![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#) To configure this feature: 1. Ensure the following configuration is complete: * [Configuring Agentic Text Monitoring](Configuration.htm) * [Configuring Call Reporting](../../../Call_Reporting_2/ConfiguringCR.htm) 2. Select the **Objects** tab. 3. Grant the following permissions: | Object | Object Permission | Object Types | Fields | Field Permission | | --- | --- | --- | --- | --- | | call2\_\_v | CRE | All applicable object types | * call\_notes\_\_v * submitted\_with\_text\_monitor\_issues\_\_v | Edit | 4. Navigate to **Admin > Configuration > Objects > call2\_\_v > Layouts**. 5. Place the **Call Text** (call\_notes\_\_v) field on the appropriate layouts. Ensure the Call Text (call\_notes\_\_v) field is not marked as Read Only on call2\_\_v layouts, or placed in the Attendee-Specific fields or Unique Person fields layout sections. ### Using Call Text as [![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#) Free text entered in the Call Text field is automatically checked for compliance issues, whether entered manually or by [Creating Call Reports with Agentic Voice](../../VoiceAgent/VoiceAgentCreateCall.htm). Creating call reports with Agentic Voice is not supported on the Browser platform. Users receive feedback on the text, so they can correct any potential issues before saving or submitting the record. User inputs are checked in any language supported by the base Large Language Model (LLM). Agentic Text Monitoring’s responses are displayed in the language defined for the user in Vault CRM, as are Vault CRM actions, alerts, errors, and labels. When users exit the field after entering text, save the record, or submit the record, Agentic Text Monitoring automatically begins to analyze the text. The AI icon indicates which fields are monitored, and a Verifying tag displays while the text is analyzed. ![](../../../../Resources/Images/VeevaAI/FreeText/Finals/VerifyingBeforeCroppedQuarter.png) While the agent analyzes the text, users can continue working on the current page, but they cannot navigate away from the current page. When the analysis is complete, the tag updates to one of the following statuses: * Verified - Compliance issues were not detected ![](../../../../Resources/Images/VeevaAI/FreeText/Finals/VerifiedQuarterCrop.PNG) * Problem Detected - One or more potential compliance issues were detected ![](../../../../Resources/Images/VeevaAI/FreeText/Finals/ProblemDetectedQuarter.PNG) * Not Verified - The agent is unable to verify the text. Verification is reattempted if the user edits the field again, or when the user attempts to save or submit the record. ![](../../../../Resources/Images/VeevaAI/FreeText/Finals/NotVerifiedCroppedQuarter copy.png) If an internet connection is not available when users open the record, a Not Connected tag displays and the Call Text field is not editable. ![](../../../../Resources/Images/VeevaAI/FreeText/NotConnected.PNG) #### Resolving Potential Issues When a potential issue is detected, the text is highlighted. Text related to Safety Vigilance issues (for example, adverse events or product quality complaints) is highlighted in purple, and text related to all of the following issues is highlighted in red: * Inappropriate Content Screening * Data Protection * Corporate Compliance * Promotional Compliance * Product Restrictions Customers can provide additional information to add a company-specific definition of compliance. This includes corporate compliance policies, for example, standard operating procedures, work instructions, handbooks, and more. The country and state associated with the call address are considered when determining whether users’ text poses a corporate compliance concern, as are the user type, country, division, department, and title. For more information, see [Providing Compliance Documents](Configuration.htm#Providin). ![](../../../../Resources/Images/VeevaAI/FreeText/Finals/ProblemDetectedCrop.PNG) Select the field to view Agentic Text Monitoring popover. The popover displays buttons for each string of highlighted text. Issues related to safety have a Safety label, and all others have an Error label. ![](../../../../Resources/Images/VeevaAI/FreeText/Finals/ErrorMessageCropped.png) If a safety reporting link is defined for safety messages, users can select the provided link to access safety reporting systems. ![](../../../../Resources/Images/VeevaAI/FreeText/Finals/SafetyMessageCrop.png) To address all issues at once, select the Remove All button. This action deletes all highlighted text from the field. Alternatively, users can manually edit the text to resolve issues. ![](../../../../Resources/Images/VeevaAI/FreeText/Finals/RemoveAllCrop.PNG) After revising the text, exit the field or select Save or Submit to initiate another compliance check. The field status changes to Not Verified during the edit and then updates to Verifying once the new check begins. ![](../../../../Resources/Images/VeevaAI/FreeText/Finals/VerifyingAfterCrop.PNG) By default, users must resolve all detected issues before they can save the record. If users are allowed to save records with unresolved issues, a warning displays with options to continue saving the record or return to editing. Browser Agentic Text Monitoring behavior on the Browser platform matches the behavior on the iPad and iPhone platforms. However, information on potential issues displays below the text box rather than as a popup over the text box. ![](../../../../Resources/Images/VeevaAI/FreeText/BrowserTMA.png) #### Identifying Records Submitted with Potential Issues When users submit call reports without resolving all potential issues identified by Agentic Text Monitoring, the datetime they submitted the call is stamped to the submitted\_with\_text\_monitor\_issues\_\_v field on the call2\_\_v record. This enables admins and compliance teams to easily identify calls submitted with potential compliance issues. If the call report is later unlocked and resubmitted with all issues resolved, the field value is cleared. This functionality only applies when the Text Monitoring Block Save (text\_monitoring\_block\_save\_\_v) AI Setting is deselected, allowing users to submit records without addressing all issues found by Agentic Text Monitoring. ### Related Topics [Agentic Call Report™](../../AgenticCallReport/AgenticCallReport.htm) [Creating Call Reports with Agentic Voice](../../VoiceAgent/VoiceAgentCreateCall.htm)